You can use the LiveVox Contact Flow editor to define the flow of any communication (Voice, Chat, Email, SMS, or WhatsApp) between your organization and customers. A contact flow primarily consists of modules (such as lookups, operator transfer, external transfer, check agent, check call center, and so on) and event connectors (for linking modules, setting the flow, or assigning system result codes). A module defines the behavior for the contact flow and specifies the default messages (phrases) to be displayed to customers. The high-level process is as follows:

  1. Create a contact flow.

  2. Assign the new contact flow to an existing message or create a new message.

    A message is a pre-recorded voice message (audio phrase) that is played when a customer dials an inbound number. A service is assigned a single message, but a message can be assigned to multiple services. For example, a message’s phrase may be “Hello, your call may be recorded for quality assurance purposes”.

  3. Assign the contact flow to a service to ensure that the contact flow behaves as expected. You can assign the message to the service in the Phone Numbers tab of the Services editor. 

For more information about Contact Flows, see Working with Contact Flows.